Shipping & Returns FAQ
Shipping & Returns FAQ
📦 SHIPPING INFORMATION
How long will it take to receive my order?
Total delivery time = Processing time + Shipping time
Processing Time (Production):
•2-5 business days for most items (made-to-order)
•Items are custom printed after you order them
Shipping Time (After production):
•Canada: 5-7 business days
•United States: 7-10 business days
•International: 10-15 business days
Total Expected Delivery:
•Canada: 7-12 business days
•United States: 9-15 business days
•International: 12-20 business days
Note: These are estimates, not guarantees. Delivery times may vary during peak seasons or due to postal delays.
Do you offer free shipping?
Yes! We offer FREE STANDARD SHIPPING on orders over:
•Canada: CA$100
•United States: CA$75
•International: CA$125
What are your shipping rates?
Standard Shipping:
•Canada: CA$14.99
•United States: CA$17.99
•International: CA$24.99
Stickers (shipped from Canada):
•Canada: CA$2.00
•United States: CA $2.00
•International: CA$4.00
Additional items in the same order: CA$2-4 depending on destination
Will I receive tracking information?
Yes! You'll receive an email with tracking information once your order ships. You can track your package through the carrier's website.
Do you ship internationally?
Yes, we ship worldwide! International orders may be subject to customs duties and taxes, which are the responsibility of the customer.
What if I need to change my shipping address?
Before production starts (within 12 hours): Contact us immediately and we may be able to update your address.
After production starts: We cannot change the address. If the package is returned due to an incorrect address, you'll be responsible for reshipping costs.
What happens if my package is lost or damaged in transit?
We work with postal services to track down lost packages and will open claims on your behalf. For packages showing as "delivered" but not received, we'll work with you case-by-case to find a solution.
🔄 RETURNS & EXCHANGES
What is your return policy?
Custom printed items are generally non-refundable since they're made specifically for you and cannot be resold. However, we'll work with you to resolve any issues with your order.
When can I return or exchange an item?
We accept returns/exchanges for:
•Manufacturing defects or quality issues
•Items damaged during shipping
•Incorrect items sent
We do NOT accept returns for:
•Change of mind or buyer's remorse
•Incorrect size ordered (please check size guides carefully)
•Items that don't fit personal preferences
How long do I have to report an issue?
You must contact us within 14 days of receiving your order to report any issues. After 14 days, we may not be able to help resolve the problem.
What if my item has a defect or quality issue?
To report a quality issue:
1.Take clear photos that show the problem
2.Email us with your order number in the subject line
3.Include details about the specific issue
4.We'll respond within 48 hours with next steps
Possible solutions include:
•Reprinting and reshipping the item
•Store credit for future orders
•Refund (in rare cases)
Can I exchange for a different size?
Unfortunately, we cannot exchange items for different sizes since all items are custom printed to order. Please carefully check our size guides before ordering.
Size Guide Tips:
•Measure a similar item you own
•Check the size chart on each product page
•When in doubt, size up for a more relaxed fit
•Contact us before ordering if you're unsure
What if I ordered the wrong size by mistake?
Since items are made-to-order, we cannot exchange for size issues. However, if you contact us within 12 hours of placing your order, we may be able to cancel and refund your order before production begins.
Who pays for return shipping?
We pay return shipping when:
•The item has a manufacturing defect
•We sent the wrong item
•The item was damaged in transit
You pay return shipping when:
•You want to return for personal reasons
•You ordered the wrong size
•You changed your mind about the purchase
How do I return an item?
If we approve your return:
1.Don't send anything back yet - wait for our approval
2.We'll provide a return address (varies by location)
3.Package the item securely in original condition
4.Ship within 30 days of our approval
5.Keep your tracking receipt until the return is processed
What condition must returned items be in?
Returned items must be:
•Unworn and unwashed
•In original condition with all tags
•Free from odors (perfume, smoke, etc.)
•Not damaged by customer use
How long does it take to process a refund?
Once we receive and inspect your returned item:
•Approved refunds: 5-10 business days to original payment method
•Store credits: Applied immediately to your account
🚫 SPECIAL CASES
What about face masks and hygiene-related items?
Face masks and similar hygiene items cannot be returned for health and safety reasons, even if defective. These items will be disposed of rather than returned to us.
What if my package shows "delivered" but I didn't receive it?
1.Check with neighbors and around your property
2.Contact your local post office with the tracking number
3.Wait 24-48 hours (sometimes packages are marked delivered early)
4.Contact us if still missing - we'll open a claim with the postal service
Can I cancel my order?
Yes, if you act quickly:
•Within 12 hours: You can cancel from your order confirmation email
•After 12 hours: Contact us immediately - we may be able to cancel if production hasn't started
•After production starts: Orders cannot be cancelled
What if I have multiple items from different suppliers?
Some items ship from Printful (US) and others from Art of Where (Canada). This means:
•You may receive multiple packages for one order
•Delivery times may vary between packages
•Return procedures follow the policies of each supplier
📞 NEED HELP?
How do I contact customer service?
When contacting us, please include:
•Your order number
•Clear photos of any issues
•Detailed description of the problem
What information should I include when reporting an issue?
Always include:
•Order number (in email subject line)
•Clear, well-lit photos showing the issue
•Description of what's wrong
•Your preferred solution (reprint, refund, etc.)
For sizing issues, also include:
•Photos with a measuring tape showing the problem
•Comparison to size chart measurements
💡 TIPS FOR A SMOOTH EXPERIENCE
Before You Order:
•✅ Double-check your shipping address
•✅ Review size charts carefully
•✅ Check product descriptions and materials
•✅ Understand processing + shipping times
After You Order:
•✅ Save your order confirmation email
•✅ Watch for shipping notifications
•✅ Track your package
•✅ Inspect items immediately upon arrival
If There's a Problem:
•✅ Take photos before contacting us
•✅ Contact us within 14 days
•✅ Be specific about the issue
•✅ Keep all packaging until resolved